Customer Care Policy

At The Secret Essence, we value our customers and are committed to providing excellent service and support. If you have any questions, concerns, or feedback, our customer care team is here to help.

 

1. How to Reach Us

You can contact us through the following channels:

2. Customer Care Hours

  • Monday to Friday: 10:00 AM – 6:00 PM (IST)
  • Saturday & Sunday: Closed (emails will be answered on the next business day)
  • We aim to respond to all inquiries within 24–48 business hours.

3. What We Can Help You With

Our customer care team can assist you with:

  • Order status and tracking updates
  • Shipping and delivery questions
  • Returns, refunds, and exchanges
  • Product information and usage guidance
  • Account and payment issues
  • General feedback and suggestions

4. Response & Resolution

  • All inquiries are acknowledged promptly, usually within 24 hours.
  • Complex issues may take longer, but we will keep you updated on progress until resolved.
  • For urgent matters, please include “Urgent” in your email subject line.

5. Feedback & Suggestions

We welcome your feedback! Your suggestions help us improve our products and services. If you’d like to share feedback, please contact us at contact@thesecretessence.com.